It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Monitor resolved tickets for updates.

I currently use JIRA for call center ticketing. We resolve issues but sometimes the customer sends in an email after the ticket is resolved. I need to monitor tickets for this so we do not miss an issue. I am currently using an advance search to locate these tickets, but the script seems in affective. I wonder if anyone might have a better script I can use or know why the script I use does not pull every ticket that has been updated after being resolved. 


My script:

project = CUSTOMER AND issueFunction in dateCompare("", "resolutionDate < lastCommented") ORDER BY updated DESC


So I am looking at my project, and then asking for a comparison between the resolution date and the last commented time, and a sort after that. I know I am missing something or that a better or different way exists to find all the tickets that get updated after we resolve them.


Any ideas and help is much appreciated.


1 answer

1 accepted

0 votes
Answer accepted

Hi Jason,

I've seen cases where in JQL function if you don't type the field name absolutely the same it won't work fine - even the capitalization. I have a similar example that works for me.

One additional note: Each time a comment is posted or any other change the "updated" date is being changed and for me this is more robust way to detect changes that lastCommented.


Peter T


Dude, thank you! Changing to "updated" is exactly what i needed. I have been hitting my head on this for a while now.


Much appreciated,


  • Jason

Glad to be helpful. If you hit anymore issues write here or in case you don't get quick response at, we are quite experienced with call center setup for JIRA.


Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Core

How to manage many similar workflows?

I have multiple projects that use variations of the same base workflow. The variations depend on the requirements of the project or issue type. The variations mostly come in the form of new statuses ...

875 views 7 0
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you